GENERAL QUESTIONS

What is Prosper?

We are a meal delivery service located in the Illawarra, based on a wholefoods approach to cooking. We deliver fresh, handcrafted, nutritionally rich, nourishing meals straight to your door. Providing you with great tasting food and saving you hours in the kitchen.

Our team of passionate chefs work together to create meals using seasonal and locally sourced ingredients to help restore, nourish, and heal. Real and fresh food to have you feeling your best.

Is there any cooking involved? Are your meals pre-portioned?

No grocery shopping, cooking, or clean-up needed! Our freshly prepared meals arrive pre-portioned and ready to eat, for you to enjoy at your convenience.

Each meal comes complete with nutritional information and heating instructions (some meals do not require heating). They are also trackable using MyFitnessPal.

What do I need to know before I order?
  1. We are foremost a subscription service. Once you sign up with us you’ll receive deliveries from us (and be charged for those deliveries) every week. Unless you pause or cancel your subscription.
  2. But we still offer one-time orders. If you have commitment issues, we understand, but you’ll miss out on our subscriber rewards; discounted meals and our hot streak loyalty program (every 3rd consecutive weekly order receives $15 off).
  3. There is a weekly deadline. Because we ship fresh meals, we need 3-4 days to plan the next batch of meals, acquire the ingredients, and do the cooking. Sunday 9pm AEST is when we lock in the orders for the following week, so make sure you have any changes to your selection of meals finalised before then.
  4. You can self-manage every aspect of your subscription. We know life is busy, so we give you the ability to plan and customise your subscription. Including planning your next two weeks of meals, changing your payment method or delivery address.
  5. Our menu changes every week. Made with the freshest seasonal produce, we introduce and remove 1-2 meals each week as the availability of our ingredients changes. You’ll want to make it a habit to review your menu before your next order’s weekly deadline.
  6. You can skip a week or pause your subscription. If you’re heading out of town for a week or two, you can easily skip up to the next two weeks in the meal planner. Or pause your subscription on the subscription dashboard if you need a longer time away. You won’t be charged or receive meals.
So you’re a subscription service?

We are foremost a subscription service, but we understand there are those with commitment issues so we offer a one-time order option too.

How do I sign up to Prosper?
  1. Enter your postcode in the locations tab to see if we deliver to your area or find a convenient pickup location near you.
  2. View the type of meal plan you want. You can change the number of meals you will receive each week at any time using our meal planner.
  3. Select the meals you would like to receive in your first delivery. You will be able to change the meals you receive each week, up to two weeks in advance, using our meal planner.
  4. Review your order and complete the checkout process. Simply provide your contact, payment, and delivery information and your meals will be on their way to you next week.
Can I choose my meals?

Yes, we offer a seasonally rotating range of meals with our menu changing every week. You’re free to choose the meals that suit your needs. Our menu’s handy ingredient filter lets you filter out meals with unwanted ingredients.

Is there a minimum order?

Yes, there is a minimum order of 7 meals.

When do I need to place my order to receive them next week?

Sunday 9pm AEST. Because we ship fresh meals, we need 3-4 days to plan the next batch of meals, acquire the ingredients, and do the cooking.

Subscriptions are also billed at this time, so any changes you have made in the meal planner are locked in when your renewal order is generated.

What happens if I place an order after the Sunday 9pm AEST cutoff?

If you facebook message us directly, we will always try to fit in your order. Otherwise, your meals will be delivered the following week.

Where are my meals cooked?

We are based in the Illawarra. All of our meals are cooked in-house at the Prosper kitchen.

PRODUCT

Are your meals gluten-free?

We offer many gluten-free options as part of our menu. Use the filter on our menu to remove meals containing gluten and find the right meals for you.

What if I have food allergies?

Our chefs take the highest care to keep allergy prone ingredients out of certain meals, such as peanuts and dairy. However, they may still be present in trace amounts as all of our products are produced in the same kitchen.

We recommend you check the ingredients list carefully before consumption. We also have an ingredients filter on the menu to remove meals that contain allergens.

Does Prosper cater to vegans, vegetarians, and plant-based diets?

Yes, we do! Have a look at our range here. Use the filter on our menu to find the right meals for you.

Does Prosper cater to specific dietary requirements?

All of our meals are made and packaged as described on our website. Unfortunately, to keep quality control high, we cannot modify specific ingredients in our meals. Looking at you, people who hate coriander.

Do my meals arrive fresh or frozen?

Fresh, fresh af. Prosper sources only the highest quality local ingredients that are cooked, packaged and delivered fresh.

How do I cook my meals?

Cooking our meals is super easy and convenient – simply remove the plastic film and microwave or pop it in the oven. Always check your meal’s packaging for specific cooking instructions, but generally, we say 2 minutes should do the trick.

How long will my meals last?

Prosper meals have a shelf life of 6-7 days in the fridge, depending on the meal. This is achieved by the use of special modified atmosphere packaging to keep your food deliciously fresh.

The modification process lowers the amount of oxygen (O2) from 20.9% to 0% in order to slow down the growth of aerobic organisms and the speed of oxidation reactions. This process is safe and allows food to last longer without the use of preservatives. By altering the composition of the atmosphere inside the package, the shelf life of fresh ingredients is improved by 200%+ compared to air-sealed packaging.

How do my meals stay fresh?

We seal our meals using modified atmosphere packaging. Just like vacuum sealing, this process removes oxygen from the meals and allows the product to naturally stay fresh in your fridge for much longer.

The modification process lowers the amount of oxygen (O2) from 20.9% to 0% in order to slow down the growth of aerobic organisms and the speed of oxidation reactions. This process is safe and allows food to last longer without the use of preservatives. By altering the composition of the atmosphere inside the package, the shelf life of fresh ingredients is improved by 200%+ compared to air-sealed packaging.

Can I freeze my meals?

Yes, we know life doesn’t always go to plan. You can freeze your meals before the use-by date for later consumption.

We do, however, recommend having our meals the way we intend – fresh! This ensures you’re consuming our products at their highest nutritional value and yumminess.

Can I recycle my meal containers?

Yes, you can recycle everything except the plastic film covering your meals. Please make sure you wash out your meal container to remove all food before doing so.

Will I receive exactly what’s in the images on your website?

Our meals are portion controlled and weighed down to the gram. However, we don’t use this method when we take our photographs for the website, as we love to put on a mouth-watering show.

How often does Prosper change the menu?

Our menus are seasonal, which means we are always getting access to the freshest ingredients and mixing things up. That’s why we add a new meal every week and remove meals as their ingredients go out of season.

I didn’t receive exactly what I ordered. What do I do?

The Prosper packing team is made up of human beings that, from time to time, make mistakes. If this is the case (not that we’re pointing fingers or naming names) it was probably Chris’ fault. Contact us directly on 0418 224 942 or message us on facebook and we will get back to you ASAP.

ORDERING – SUBSCRIPTIONS

How does the subscription process work?

We are a weekly subscription service. When you sign up with us, you are billed and have your meals shipped to you every week by default – unless you choose to skip a week of meals, or pause or cancel your subscription.

You can change the selection and amount of meals you’ll receive in the next two weeks by using our meal planner. We offer a seasonally rotating range of meals with our menu introducing and removing 1-2 meals every week as the availability of our ingredients changes. You can also update your address and payment details through the subscription dashboard.

Our main goal is to deliver your meals to you every week as seamlessly as possible!

When is my subscription rebilled?

Sunday 9pm AEST. Make sure any changes you want to make in the meal planner are finalised by then, as once the renewal order is generated no further changes can be made. Any changes made after the cutoff will only take effect the following week.

You need to make changes to your next order by this deadline if you want to:

  • Change the number and/or selection of meals you’ll receive.
  • Change your delivery address.
  • Skip a week, pause, or cancel your subscription.
What happens if my payment was declined? How do I place my order for that week?

You can find the failed renewal order that needs payment in your My Account: Order History page, complete the payment to reactivate your subscription. Depending on when you complete the payment your order may be pushed back to the following week.

Please facebook message us directly, we will always try to fit in your order. Otherwise, your meals will be delivered the following week.

What are the benefits of subscription over one-time orders?

Our main goal is to deliver your meals to you every week as seamlessly as possible. A simple meal planning system that gives you peace of mind knowing that your meals will be delivered without having to order them every week.

You’ll also gain access to discounted meals and our hot streak loyalty program, whereby you’ll receive $15 off every 3rd consecutive order.

How do I order?

We have a detailed guide on how to order that can be found here.

When do I have to finalise any changes to my subscription?

Sunday 9pm AEST. Make sure any changes you want to make in the meal planner are finalised before then, as once the renewal order is generated no further changes can be made. Any changes made after the cutoff will only take effect the following week.

You need to make changes to your next order by this deadline if you want to:

  • Change the number and/or selection of meals you’ll receive.
  • Change your delivery address.
  • Skip a week, pause, or cancel your subscription.
What happens if I need to change my delivery address?

You can manage your delivery address from the My Account Addresss page. This change of address will take effect when your subscription is next rebilled. Pending deliveries cannot have their addresses changed.

What is the subscription dashboard?

The subscription dashboard is where you will find all your account details and subscription settings that you can update when needed, including:

  • Current subscription status and the ability to pause or cancel.
  • Your hot streak progress, how close you are to your next $15 off.
  • The number of meals you’ll receive next week.
  • Billing information: next billing date, total amount, and the last 4 digits of your active card.
  • Delivery information: your address, next delivery day, and delivery window.
What is the hot streak?

This is our loyalty program for subscription members. Every 3rd consecutive order you will receive $15 off.

What is the meal planner?

The meal planner is the tool you use to manage the meals you will be receiving each week. You can change the selection and amount of meals you’ll receive in the next two weeks. Skip the next one or two weeks, and see your hot streak progress. It also displays your billing and delivery information for your convenience.

If you don’t make any changes to your future order the system will automatically repeat your previous order.

Can I order just one delivery and nothing more?

We do offer one-time orders for those with commitment issues, check them out here.

You could also make a subscription and pause it after your first order. You can easily unpause your subscription when you want to start receiving meals again. You wont need to go through the meal selection and checkout process again, the subscription will start up again exactly as you left it.

Can I skip an order?

Yes, the meal planner gives you the ability to skip up to the next 2 weeks of meals. Great for short trips away from home. If you need longer time away you can place your subscription on pause.

Can I pause my subscription?

Yes, on the subscription dashboard you have the ability to pause your subscription. This will put your subscription on hold indefinitely until you reactivate it. You will not be billed or receive meals while your subscription is on hold, but you may still have one last pending delivery depending on when you pause.

How can I stop receiving meals from you?

You can do this via a few options:

  1. Skipping a specific week. The meal planner gives you the ability to skip up to the next two weeks of deliveries, a great tool if you’re away from home for a few weeks.
  2. Pausing your subscription. This will put your subscription on hold indefinitely until you reactivate it. You will not be billed or receive meals while your subscription is on hold, but you may still have one last pending delivery depending on when you pause. You will still receive reminder emails about delivery cutoffs, just in case you are thinking about reactivating your subscription.
  3. Cancelling your subscription. This will permanently cancel your subscription, you will lose any hot streak progress and your chosen meals. You will not be billed or receive meals once your subscription is cancelled, but you may still have one last pending delivery depending on when you cancel. You won’t receive any reminder emails about changes or deliveries cutoffs.
What happens if I want to make changes after the Sunday 9pm AEST cut off?

Once the renewal order is generated no further changes can be made, so make sure any changes you want to make in the meal planner are finalised before then. Any changes made after the cutoff will only take effect the following week.

ORDERING – ONE-TIME ORDERS

What’s the difference between one-time orders and subscriptions?

Ordering using the one-time option on the checkout means you will receive your order only once.

You’ll miss out on the benefits we provide our subscribers, discounted meals and our hot streak loyalty program (every 3rd consecutive weekly order receives $15 off).

How do I place a one-time order?

We have a detailed guide on how to order that can be found here.

Can I repeat a previous order?

Yes, head to the Order History page in the My Account section, choose the completed order that you want to repeat and select ‘Order again’.

Is there a minimum order?

Yes, there is a minimum order of 7 meals.

What happens if I place an order after the Sunday 9pm AEST cut off?

If you facebook message us directly, we will always try to fit in your order. Otherwise, your meals will be delivered the following week.

SHIPPING & DELIVERY

Where do you deliver to and when?

Currently we deliver to the Illawarra region, check our locations page to see if we deliver to you. If Prosper doesn’t deliver to your area yet stay tuned, we are continuing to expand our delivery regions.

We currently perform our deliveries every Thursday, you can see on the checkout and subscription dashboard the estimated delivery window in which your meals will arrive. The exact time of your delivery depends on the carrier and the number of deliveries in your area.

What is my food delivered in?

We use an Australian product called Wool Cool from Planet Protector Packaging.

Wool fibres are incredibly effective at absorbing moisture from the air, which minimises humidity and condensation to maintain stable temperatures. The food game film which the wool is enclosed in is micro perforated to allow the wool fibres to breath. This creates a natural cooling system. When used with ice packs to establish the required cool temperatures for packaging food, Woolpack insulation has been proven to keep contents packed at 1°C, chilled below 5°C for at least 48 hours.

How long do your meals stay fresh after delivery?

Our packages are designed to withstand two full days of shipment and remain fresh for another 8-12 hours after delivery (depending on whether they are left in the shade or sunlight) – to ensure we can reach as many customers as possible with our delicious meals! Please note, when you receive your Prosper package, it is not unusual for your gel packs to be partially melted. You would just want to make sure that the meals are cool to the touch, your tell-tale sign that all is well! 

Once you have received your meals, they will have their individual expiry dates stated on their plastic film.

Do I need to be home to receive my meals?

Nope, you do not need to be home for your Prosper delivery! Our in house carriers will leave your packages at your door without a signature required to ensure that the box is delivered in a timely manner, since our meals are perishable.

If you have additional things we need to know about your delivery, please let us know in your order note.

What happens if I live in an apartment complex?

If you have to be given access via a buzz in through a front gate, we will buzz the number provided on the order. If someone is home, we will deliver the package to your front door. If someone doesn’t answer we will leave your package the furthest we can gain access to your complex.

Will I be notified when my meals are delivered?

Yes, you will receive a delivered update to your order via email which will also contain a photo confirmation of your delivered order.

What time will my meals be delivered?

The time of your delivery can vary depending on where you live, the shipping carrier and how many deliveries need to be made in your area.

The delivery window (estimated delivery time) for your area is displayed on the locations page when you enter your postcode, the checkout when you’re placing your order and your subscription dashboard.

Can I track my order?

Yes, you can track your order throughout our entire process here.

PAYMENT

How much does a meal cost?

The prices of our meals vary depending on the number of meals you order. Meals are priced individually and depending on the plan you choose, range from $8.22 per meal to $14.95 per meal for the more deluxe. See our meal plans here.

How often am I charged for my meals?

Being a weekly subscription service, we charge you each Sunday 9pm AEST. This is when your renewal order is generated and any changes you have made in the meal planner are locked in for the week. One-time orders are charged only once unlike subscriptions.

How do I pay?

We accept credit card payment using a safe and secure payment system. Once your order and payment has been confirmed you will receive an email receipt with your order information.

What if my payment won’t go through?

Please check to see if you have sufficient funds on your card or that you have entered the card number correctly. If this doesn’t solve the problem, please message us directly through facebook or call 0418 224 942.

What if I want to cancel my order?

Unfortunately once an order has been confirmed it is locked in 🙁 So please make sure you select the correct meals and quantities!

I am an NDIS participant, can I order through Prosper?

Yes, we offer an option for self-managed NDIS participants. Please contact our support team at contact@prospermeals.com.au for more information.

How do I apply the coupon code for my first order?

Go through the regular signup steps, on the checkout above where you enter your payment information.

STOCKISTS

How do I become a stockist?

Contact us through our stockist enquiry form and we’ll get in touch with you soon. Once we have the details sorted we’ll send you your stockist account log in details.

How do I place an order?

Log in with the stockist account credentials you have been provided and you will gain access to the stockist menu. Choose your meals and proceed to the checkout, your stockist discount will automatically be applied for you. Complete the checkout process and your meals will be delivered to you next week.

Is there a minimum order?

We have a minimum spend of $100 for wholesale accounts. Roughly 10-14 meals.

When will my meals be delivered?

We deliver to all our stockists on Wednesday, so they are ready to be sold to your customers first thing Thursday. If you are outside the Illawarra this might be a Thursday as we use 3rd party couriers to deliver outside of our region.

How long will they last?

Our meals have an average shelf life of 8-9 days in the fridge, but always check the use-by date on that meal’s packaging.

Do you supply fridges to stock the meals in?

We do have options for branded fridge supply. Message or call us for more information.

Are there any promotional materials provided?

Yes, we have a press kit, found here.

Can you do chargeback or COD?

Yes, message us directly to set up one of these accounts.